Hotel Setting Research Articles

Performance of Omnipod Personalized Model Predictive Control Algorithm with Moderate Intensity Exercise in Adults with Type 1 Diabetes.

Background: The objective of this study was to assess the safety and performance of the Omnipod® personalized model predictive control (MPC) algorithm with variable glucose setpoints and moderate intensity exercise using an investigational device in adults with type 1 diabetes (T1D).Materials and Methods: A supervised 54-h hybrid closed-loop (HCL) study was conducted in a hotel setting after a 7-day outpatient standard treatment phase. Adults aged 18–65 years with T1D and HbA1c between 6.0% and 10.0% were eligible. Subjects completed two moderate intensity exercise sessions of >30 min duration on consecutive days: the first with the glucose set point increased from 130 to 150 mg/dL and the second with a temporary basal rate of 50%, both started 90 min pre-exercise. Primary endpoints were percentage time in hypoglycemia <70 mg/dL and hyperglycemia ≥250 mg/dL.Results: Twelve subjects participated in the study, with (mean ± standard deviation) age 36.5 ± 14.4 years, diabetes duration 21.7 ± 15.7 years, HbA1c 7.6% ± 1.1%, and total daily dose 0.60 ± 0.22 U/kg. Outcomes for the 54-h HCL period were mean glucose: 136 ± 14 mg/dL, percentage time <70 mg/dL: 1.4% ± 1.3%, 70–180 mg/dL: 85.1% ± 9.3%, and ≥250 mg/dL: 1.8% ± 2.4%. In the 12-h period after exercise start, percentage time <70 mg/dL was 1.4% ± 2.7% with the raised glucose set point and 1.6% ± 3.0% with reduced basal rate. The percentage time <70 mg/dL overnight was 0% ± 0% on both study nights.Conclusions: The Omnipod personalized MPC algorithm performed well and was safe during day and night use in response to variable glucose set points and with temporarily raised glucose set point or reduced basal rate 90 min in advance of moderate intensity exercise in adults with T1D.

Accommodating travellers with pets

New Zealand is considered a nation of pet lovers, with 64 percent of households owning at least one pet [1]. The aim of this study [2] was to explore what the main considerations were for hospitality operators in Auckland with regards to offering pet-friendly services. To answer this question, several key aspects were considered: pet tourism trends; market expansion of pet-friendly accommodations; the profitability of allowing pets; and operational implications, such as additional investment and labour costs. This explorative research interviewed ten accommodation providers in Auckland: five pet-friendly and five non-pet-friendly. These operators represented owners or managers of hotels, motels, lodges and apartments spread across Auckland and Waiheke Island. Research on operators’ perspectives on pet tourism is unexplored, with previous literature focusing on tourists’ perceptions [3–5]. This study hopes to provide practical implications for the industry, especially for the New Zealand context.&#x0D; New Zealand’s pet tourism market is considered small and mainly domestic. According to popular global dog travel directory Bring Fido [6], in 2017 there were a mere fifteen pet-friendly accommodations in Auckland, in stark contrast to other cities such as New York (367), London (96) and Paris (643). Interviewees’ opinions on the profitability of accommodating pet tourists varied. Non-pet operators rejected the idea of allowing pets due to an abundance of non-pet customers and were reluctant to accept perceived pet-related risks. Their pre-conceptions were likely formed by operating in silos without conducting any research on pet tourism and its market landscape. There was a genuine fear of negative online reviews which cannot be easily amended and can have significant longevity. Their key perceived risks were related to hygiene and allergy concerns for other customers. Preventative measures were believed to involve significant investment into property renovation.&#x0D; Pet friendly operators, who mainly accommodated dogs, shared a different perspective through their own experiences. They expressed high trust and optimism for pet tourists and had rarely experienced any major pet-related incidents. From a hygiene and allergy point of view, the risks were considered minimal and customers bore the responsibility when stating their allergies. Pet-friendly operators stated that no additional workload or costs were incurred through accommodating pets. Significant renovations were not deemed necessary, instead relying on what they already had. However, in the unlikely event of a major pet-related incident, the interviewees expressed that their trust towards accommodating pets would waver, meaning their tolerance of risk was not resilient. At the time of the research, pet-friendly operators were relaxed about pet policies and had not formalised them. The majority were conveying rules to pet tourists through word of mouth, such as that pets must be on a leash in public areas, instead of through written and signed agreements. Tellingly, pet-friendly operators did not perceive New Zealand’s pet tourism market as lucrative. They were allowing pets as an extension of service and lacked motivation to expand or to cater for more pets.&#x0D; The study highlights the potential for growth in the domestic pet tourism market despite the current stalemate, where those who allowed pets were supportive and vice versa. Improving this situation might require unified pet-friendly associations and certain levels of government intervention. In parallel, all operators should break out of silos and socialise more with their pet-friendly peers to gain knowledge and validate assumptions. Pet-friendly operators could improve engagement with pet tourists through standardised policies and formal agreements. With guidance and support from their peers, more accommodations may be capable of handling pets. Pet owners could look forward to a day when travelling with pets becomes much more accessible due to abundant pet-friendly accommodation.&#x0D; Corresponding author&#x0D; Heike Schänzel can be contacted at: heike.schanzel@aut.ac.nz&#x0D; References&#x0D; (1) New Zealand Petfood Manufacturers Association Homepage. https://www.petfoodnz.co.nz/ (accessed Aug 13, 2017).&#x0D; (2) Chen, Y. Accommodating Travellers with Pets: Is Auckland Ready? Master’s Thesis, Auckland University of Technology, July 2018. http://hdl.handle.net/10292/11867 (accessed 19 June 2019).&#x0D; (3) Chen, A. H.; Peng, N.; Hung, K. Developing a Pet Owners' Tourism Constraints Scale – the Constraints to Take Dogs to Tourism Activities. International Journal of Tourism Research 2014, 16 (4), 315–324. https://doi.org/10.1002/jtr.1959&#x0D; (4) Kirillova, K.; Lee, S.; Lehto, X. Willingness to Travel with Pets: A U.S. Consumer Perspective. Journal of Quality Assurance in Hospitality &amp; Tourism 2015, 16 (1), 24–44. https://doi.org/10.1080/1528008X.2015.966296&#x0D; (5) Zhang, Y. People's Attitudes towards Dogs in Hotel Settings. Master’s thesis, Purdue University, May 2012. https://search.proquest.com/docview/1242132630 (accessed 19 June 2019).&#x0D; (6) Bring Fido Homepage. https://www.bringfido.com/ (accessed Aug 13, 2017).

Co-creation of value using hotel interactive technologies: examining intentions and conversion

PurposeThe purpose of this study was to validate a conceptual model that examined consumers’ intentions to use hotel interactive technologies (HINT) and their conversion behaviors in hotels. The model was built on consumers’ participation in consumer–firm interactions, their level of innovativeness and their perceived benefit of using interactive technologies as antecedents of intentions and conversion.Design/methodology/approachThe conceptual model was built upon the service-dominant (S-D) logic, technology adoption, social psychology and marketing theory. Using structural equation modeling, the model was validated using a nationwide sample of 841 consumers who have stayed in hotels that offered interactive technologies.FindingsConsumers’ information system habit and hedonic motivations influenced their participation in consumer–firm interactions when using HINT. In turn, participation and innovativeness influenced conversion behavior, while innovativeness and perceived benefit of using interactive technologies influenced intentions to use such technologies.Research limitations/implicationsThis study extends the S-D logic, technology adoption, social psychology and marketing literature by validating a model that blends system perceptions, consumer characteristics and information system-related behaviors to explicate intentions and conversion. Thus, this study illustrates the modeling/evaluation of such blended models.Practical implicationsThe study provides hoteliers a layout of the factors influencing consumers’ intentions to use interactive technologies and conversion. It also explains how participation in consumer–firm interactions and perceived benefit have contrasting roles in influencing consumers’ intentions and conversion behavior.Originality/valueThis study examined two distinct concepts that reflect the value co-created in hotel settings due to technology-based consumer–firm interactions: consumers’ intentions to use interactive technologies and their actual conversion behavior. The study also recognized the pivotal role of participation in influencing conversion and emphasized the contrasting roles of participation and perceived benefit in influencing longer-term (i.e. intentions) and short-term (i.e. conversion) behavior.

An Investigation of Antecedents of Behavioral Intention in a Hotel Setting

An Investigation of Antecedents of Behavioral Intention in a Hotel Setting

Perceived supervisor support: A study of select-service hotel employees

Abstract This exploratory study examines differences in employees' perceptions of the individual items that comprise the perceived supervisor support instrument in the select-service hotel setting. Data obtained from hourly employees were compared across employee demographic groups, such as gender and age, and employee workplace characteristics, such as department and years of service, and were utilized to uncover differences in perceived supervisor support. Through t-tests and ANOVAs, results showed perceptions can vary by groups both in overall perceived supervisor support and individual supervisor support items, especially between full-time employees and part-time employees where part-time employees felt less supported by their managers in almost all instances that were measured. This indicates that while the supervisor support construct items all comprise support, the various support actions by managers may be viewed differently by employee groups. A discussion including implications for management such as providing support across all employee groups and understanding the impact of various behaviors of support is presented.

Servicescape, positive affect, satisfaction and behavioral intentions: The moderating role of familiarity

This study is the first to assess the relationships between substantive and communicative servicescape, positive affect, satisfaction, and behavioral intentions in a highly substantively staged hotel setting, as well as the moderating effects of brand and architectural familiarity. One hundred fifty online responses were obtained from guests who stayed at a hotel in the Rioja region of Spain, designed by world-renowned architect Frank Gehry, famous for creating architectural landmarks that disrupt the local landscape. Data were analyzed utilizing Partial Least Squares – Structural Equation Modeling (PLS-SEM). Findings show that both substantive and communicative servicescape positively influence hotel customers’ positive affect, which has a positive impact on satisfaction, and which in turn significantly increases behavioral intentions. Brand familiarity moderates the relationship between substantive servicescape and positive affect, with the influence being greater for participants with low familiarity than for those with high familiarity. Theoretical and practical implications are discussed in detail.

Closed-loop driven by control-to-range algorithm outperforms threshold-low-glucose-suspend insulin delivery on glucose control albeit not on nocturnal hypoglycaemia in prepubertal patients with type 1 diabetes in a supervised hotel setting.

This randomized control trial investigated glucose control with closed-loop (CL) versus threshold-low-glucose-suspend (TLGS) insulin pump delivery in pre-pubertal children with type 1 diabetes in supervised hotel conditions. The patients [n = 24, age range: 7-12, HbA1c: 7.5 ± 0.5% (58 ± 5 mmol/mol)] and their parents were admitted twice at a 3-week interval. CL control to range or TLGS set at 3.9 mmoL/L were assessed for 48 hour in randomized order. Admissions included three meals and one snack, and physical exercise. Meal boluses followed individual insulin/carb ratios. While overnight (22:00-08:00) per cent continuous glucose monitoring (CGM) time below 3.9 mmol/L (primary outcome) was similar, time in ranges 3.9 to 10.0 and 3.9 to 7.8 mmoL/L and mean CGM were all significantly improved with CL (P < 0.001). These results were confirmed over the whole 48 hour. Disconnections between devices and limited accuracy of glucose sensors in the hypoglycaemic range appeared as limiting factors for optimal control. CL mode was well accepted while fear of hypoglycaemia was unchanged. CL did not minimize nocturnal hypoglycaemia exposure but improved time in target range compared to TLGS. Although safe and well-accepted, CL systems would benefit from more integrated devices.

Safety and Performance of the Omnipod® Hybrid Closed-Loop System in Children Aged 6-12 Years with Type 1 Diabetes over Five Days Under Free-Living Conditions

The safety and performance of the Omnipod® hybrid closed-loop (HCL) personalized model predictive control algorithm was assessed in children with type 1 diabetes (T1D) using an investigational device over 5 days in a supervised hotel setting under free-living conditions. Eligible participants were aged 6-11.9 y with A1C &amp;lt;10.0% using CSII or MDI. A 7-day open-loop (OL) phase of standard therapy (CSII/MDI) plus CGM use at home preceded the 96 h HCL phase. Meals during HCL were unrestricted, with boluses administered per usual routine. Moderate-intensity exercise was performed for ≥30 min/d. An adaptive approach was used to update participant parameters after the first 48 h of HCL. Fifteen participants (MDI n=3) were (mean ± SD): age 9.9 ± 1.0 y, diabetes duration 5.2 ± 2.0 y, A1C 8.0 ± 0.9% and TDD 0.84 ± 0.13 U/kg. Glycemic outcomes are reported in the table. The percentage of time 70-180 mg/dL was 14.3% higher during HCL compared to OL overall (HCL 69.2 ± 13.5 vs. OL 54.9 ± 12.8) and 20.4% higher overnight (HCL 73.8 ± 19.3 vs. OL 53.4 ± 18.8). A concomitant reduction in the percentage of time &amp;lt;70 mg/dL occurred during HCL vs. OL overall (HCL 2.2 ± 1.9 vs. OL 2.9 ± 2.4) and overnight (HCL 1.0 ± 1.9 vs. OL 2.6 ± 2.5). The Omnipod HCL system was safe and performed well over 5 days of use in children with T1D under free-living conditions with unrestricted meals and moderate-intensity exercise. Glycemic outcomes during hybrid closed-loop (HCL) and open-loop (OL) phasesGlycemic outcomesHCL OverallOL OverallHCL Night (23:00 - 06:59)OL Night (23:00 - 06:59)Mean glucose (mg/dL)156.3 ± 22.1177.5 ± 28.5154.8 ± 29.0177.6 ± 35.2Percent time &amp;lt;54 mg/dL (%)0.3 ± 0.40.6 ± 0.60.1 ± 0.40.8 ± 1.1Percent time &amp;lt;70 mg/dL (%)2.2 ± 1.92.9 ± 2.41.0 ± 1.92.6 ± 2.5Percent time 70-140 mg/dL (%)47.1 ± 12.334.5 ± 13.452.5 ± 18.432.7 ± 16.7Percent time 70-180 mg/dL (%)69.2 ± 13.554.9 ± 12.873.8 ± 19.353.4 ± 18.8Percent time &amp;gt;180 mg/dL (%)28.7 ± 14.142.2 ± 14.725.2 ± 19.744.0 ± 20.8Percent time ≥250 mg/dL (%)8.6 ± 8.817.5 ± 11.48.6 ± 11.716.5 ± 15.0 Disclosure J. Sherr: Consultant; Self; Medtronic MiniMed, Inc.. Advisory Panel; Self; Insulet Corporation, Eli Lilly and Company, Bigfoot Biomedical. G.P. Forlenza: Advisory Panel; Self; Dexcom, Inc.. Research Support; Self; Medtronic, Tandem Diabetes Care, Inc., Insulet Corporation, Dexcom, Inc., Novo Nordisk Inc., Bigfoot Biomedical. B. Buckingham: Advisory Panel; Self; Novo Nordisk Inc., ConvaTec Inc.. Research Support; Self; Medtronic, Insulet Corporation, Dexcom, Inc., Tandem Diabetes Care, Inc.. Consultant; Self; Tandem Diabetes Care, Inc., Becton, Dickinson and Company. T.A. Peyser: Consultant; Self; Insulet Corporation, Dexcom, Inc.. Employee; Self; ModeAGC. Consultant; Self; Biolinq. J. Lee: Employee; Self; Insulet Corporation. J.B. OConnor: None. B. Dumais: Employee; Self; Insulet Corporation. L.M. Huyett: Employee; Self; Insulet Corporation. J.E. Layne: Employee; Self; Insulet Corporation. T.T. Ly: Employee; Self; Insulet Corporation.

Safety and Performance of the Omnipod® Hybrid Closed-Loop System in Adults with Type 1 Diabetes over Five Days Under Free-Living Conditions

The safety and performance of the Omnipod® hybrid closed-loop (HCL) personalized model predictive control algorithm was assessed in adults with type 1 diabetes (T1D) using an investigational device over 5 days in a supervised hotel setting under free-living conditions. Eligible participants were aged 18-65.0 y with A1C &amp;lt;10.0% using CSII or MDI. A 7-day open-loop (OL) phase of standard therapy (CSII/MDI) plus CGM use at home preceded the 96 h HCL phase. Meals during HCL were unrestricted, with boluses administered per usual routine. Moderate-intensity exercise was performed for ≥30 min/d. An adaptive approach was used to update participant parameters after the first 48 h of HCL. Eleven participants (MDI n=3) studied were (mean ± SD): age 28.8 ± 7.9 y, diabetes duration 14.9 ± 6.9 y, A1C 7.4 ± 1.2% and TDD 0.67 ± 0.24 U/kg. Glycemic outcomes are reported in the table. The percentage of time 70-180 mg/dL was 11.2% higher during HCL compared to OL overall (HCL 73.7 ± 7.5 vs. OL 62.5 ± 16.0) and 13.2% higher overnight (HCL 73.9 ± 21.0 vs. OL 60.7 ± 21.8). A concomitant reduction in the percentage of time &amp;lt;70mg/dL during HCL vs. OL occurred both overall (HCL 1.9 ± 1.3 vs. OL 5.1 ± 4.8) and overnight (HCL 0.7 ± 1.1 vs. OL 5.7 ± 7.4). The Omnipod HCL algorithm was safe and performed well over 5 days of use in adults with T1D under free-living conditions with unrestricted meals and moderate-intensity exercise. Glycemic outcomes during hybrid closed-loop (HCL) and open-loop (OL) phasesGlycemic outcomesHCL OverallOL OverallHCL Night (23:00 - 06:59)OL Night (23:00 - 06:59)Mean glucose (mg/dL)149.7 ± 11.3156.1 ± 28.6151.9 ± 31.7156.3 ± 38.5Percent time &amp;lt;54 mg/dL (%)0.2 ± 0.31.1 ± 1.60.2 ± 0.51.1 ± 2.1Percent time &amp;lt;70 mg/dL (%)1.9 ± 1.35.1 ± 4.80.7 ± 1.15.7 ± 7.4Percent time 70-140 mg/dL (%)49.4 ± 9.241.2 ± 17.652.7 ± 28.443.5 ± 20.9Percent time 70-180 mg/dL (%)73.7 ± 7.562.5 ± 16.073.9 ± 21.060.7 ± 21.8Percent time &amp;gt;180 mg/dL (%)24.5 ± 7.732.3 ± 18.125.3 ± 21.233.6 ± 23.5Percent time ≥250 mg/dL (%)4.5 ± 4.28.5 ± 9.16.1 ± 10.98.6 ± 14.1 Disclosure B.A. Buckingham: Advisory Panel; Self; Novo Nordisk Inc., ConvaTec Inc.. Research Support; Self; Medtronic, Insulet Corporation, Dexcom, Inc., Tandem Diabetes Care, Inc.. Consultant; Self; Tandem Diabetes Care, Inc., Becton, Dickinson and Company. J. Sherr: Consultant; Self; Medtronic MiniMed, Inc.. Advisory Panel; Self; Insulet Corporation, Eli Lilly and Company, Bigfoot Biomedical. G.P. Forlenza: Advisory Panel; Self; Dexcom, Inc.. Research Support; Self; Medtronic, Tandem Diabetes Care, Inc., Insulet Corporation, Dexcom, Inc., Novo Nordisk Inc., Bigfoot Biomedical. T.A. Peyser: Consultant; Self; Insulet Corporation, Dexcom, Inc.. Employee; Self; ModeAGC. Consultant; Self; Biolinq. J. Lee: Employee; Self; Insulet Corporation. J.B. OConnor: None. B. Dumais: Employee; Self; Insulet Corporation. L.M. Huyett: Employee; Self; Insulet Corporation. J.E. Layne: Employee; Self; Insulet Corporation. T.T. Ly: Employee; Self; Insulet Corporation.

Safety and Performance of the Omnipod® Hybrid Closed-Loop System in Adolescents with Type 1 Diabetes over Five Days Under Free-Living Conditions

The safety and performance of the Omnipod® hybrid closed-loop (HCL) personalized model predictive control algorithm was assessed in adolescents with type 1 diabetes (T1D) using an investigational device over 5 days in a supervised hotel setting under free-living conditions. Eligible participants were aged 12-17.9 y with A1C &amp;lt;10.0% using CSII or MDI. A 7-day open-loop (OL) phase of standard therapy (CSII/MDI) plus CGM use at home preceded the 96 h HCL phase. Meals during HCL were unrestricted, with boluses administered per usual routine. Moderate-intensity exercise was performed for ≥30 min/d. An adaptive approach was used to update participant parameters after the first 48 h of HCL. Ten participants (MDI n=3) were (mean ± SD): age 14.3 ± 1.3 y, diabetes duration 6.9 ± 3.6 y, A1C 8.2 ± 1.1% and TDD 1.01 ± 0.24 U/kg. Glycemic outcomes are reported in the table. The percentage of time 70-180 mg/dL was 18.4% higher during HCL compared to OL overall (HCL 79.0 ± 12.6 vs. OL 60.6 ± 13.4) and 23.3% higher overnight (HCL 85.4 ± 17.9 vs. OL 62.1 ± 15.7). A concomitant reduction in the percentage of time &amp;lt;70 mg/dL during HCL vs. OL occurred both overall (HCL 2.5 ± 2.0 vs. OL 4.4 ± 4.0) and overnight (HCL 1.3 ± 1.6 vs. OL 6.5 ± 6.6). The Omnipod HCL system was safe and performed well over 5 days of use in adolescents with T1D under free-living conditions with unrestricted meals and moderate-intensity exercise. Glycemic outcomes during hybrid closed-loop (HCL) and open-loop (OL) phasesGlycemic outcomesHCL OverallOL OverallHCL Night (23:00 - 06:59)OL Night (23:00 - 06:59)Mean glucose (mg/dL)143.8 ± 19.6162.5 ± 25.9141.4 ± 26.5152.9 ± 31.2Percent time &amp;lt;54 mg/dL (%)0.4 ± 0.40.8 ± 0.80.1 ± 0.20.7 ± 1.0Percent time &amp;lt;70 mg/dL (%)2.5 ± 2.04.4 ± 4.01.3 ± 1.66.5 ± 6.6Percent time 70-140 mg/dL (%)54.3 ± 15.639.9 ± 14.959.6 ± 21.741.3 ± 20.1Percent time 70-180 mg/dL (%)79.0 ± 12.660.6 ± 13.485.4 ± 17.962.1 ± 15.7Percent time &amp;gt;180 mg/dL (%)18.5 ± 13.535.0 ± 16.213.3 ± 18.731.4 ± 20.5Percent time ≥250 mg/dL (%)3.5 ± 5.012.0 ± 6.53.3 ± 7.07.5 ± 7.2 Disclosure G.P. Forlenza: Advisory Panel; Self; Dexcom, Inc.. Research Support; Self; Medtronic, Tandem Diabetes Care, Inc., Insulet Corporation, Dexcom, Inc., Novo Nordisk Inc., Bigfoot Biomedical. B. Buckingham: Advisory Panel; Self; Novo Nordisk Inc., ConvaTec Inc.. Research Support; Self; Medtronic, Insulet Corporation, Dexcom, Inc., Tandem Diabetes Care, Inc.. Consultant; Self; Tandem Diabetes Care, Inc., Becton, Dickinson and Company. J. Sherr: Consultant; Self; Medtronic MiniMed, Inc.. Advisory Panel; Self; Insulet Corporation, Eli Lilly and Company, Bigfoot Biomedical. T.A. Peyser: Consultant; Self; Insulet Corporation, Dexcom, Inc.. Employee; Self; ModeAGC. Consultant; Self; Biolinq. J. Lee: Employee; Self; Insulet Corporation. J.B. OConnor: None. B. Dumais: Employee; Self; Insulet Corporation. L.M. Huyett: Employee; Self; Insulet Corporation. J.E. Layne: Employee; Self; Insulet Corporation. T.T. Ly: Employee; Self; Insulet Corporation.

The impact of brand authenticity on building brand love: An investigation of impression in memory and lifestyle-congruence

This study investigates how brand authenticity perceptions, impression in memory, lifestyle-congruence, and brand love interrelate with one another. It also examines the moderating effect of the need for uniqueness in the luxury hotel setting. Empirical data was collected from 412 American guests of different luxury hotel brands. The findings indicate that brand authenticity is a critical determinant of impression in memory, lifestyle-congruence, and brand love. Brand authenticity’s relationships with impression in memory, lifestyle-congruence and brand love do not differ between high and low uniqueness perceivers. This study’s findings could help managers understand perceived authenticity better as a key factor that positions luxury hotel brands and influences business performance.

Positive and negative eWOM motivations and hotel customers’ eWOM behavior: Does personality matter?

This study examined the effects of eWOM motivations on customers’ eWOM behavior in the hotel setting. Two independent samples (sample 1: positive hotel service encounter, n = 246; sample 2: negative hotel service encounter, n = 230) were collected online via MTurk (Amazon Mechanical Turk). eWOM motivations were divided into positive (self-enhancement and enjoyment, altruism, and economic incentives) and negative motivations (venting negative feelings, altruism, and economic incentives). Self-enhancement and enjoyment was the critical predictor of positive eWOM behavior whereas venting and economic incentives were prominent predictors of negative eWOM behavior. Further, this study examined the moderating role of the Big Five personality traits in the relationship between eWOM motivations and eWOM posting behavior. Notably, agreeableness and conscientiousness were found to interact with self-enhancement and enjoyment, and altruism (both positive and negative) motivational factors, leading to eWOM behavior. Discussion and managerial implications are provided based on findings.

Determinants of Customer Satisfaction and Willingness to Use Self-Service Kiosks in the Hotel Industry

As various industry adopted self-service kiosk (SSK) technology, the hospitality industry has implemented SSK in service procedure. However, what drives CS with SSKs has not been fully examined because the system is still new in the hotel industry. The purpose of this study was to identify how self-service kiosk (SSK) attributes like ease of use, speed of delivery, and monetary promotion affect customer satisfaction (CS) in hotel setting. The study also explored the association between CS and willingness to use an SSK in the future. The results of this study showed that ease of use and speed of delivery had a positive association with CS, but showed no significant relationship between monetary promotion and CS. In addition, CS was positively associated with the willingness to use SSKs in the future. The study contributes new knowledge about what drives CS with SSKs and, additionally, confirms the determinants needed to achieve successful CS with SSKs in hotel settings

The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

In the service industry, the importance of achieving the satisfaction of all involved agents is widely recognized. It is important to note that within the service sector, the hospitality sector involves a high degree of personal contact between hotel staff and customers, during which various misunderstandings can result in service failures. Therefore, instruments that enable learning about and solving problems emerging from customers now serve as one of the most important elements of the hospitality industry. In this context, the objective of answering the call for more studies investigating the effectiveness of recovery efforts and discovering their effects to perceived customer satisfaction, following a service recovery process, and customer behavior outcomes towards a hotel which had dropped the ball but later offered a solution. A structural equation model using a sample of 274 valid questionnaires, obtained from hotel establishment customers who had experienced failed service provisions and who had shown their discontent with these services, was used to examine these issues. The results confi rm a signifi cant and positive effect between the analyzed relations and also reinforce the importance of recovery efforts on satisfaction in service recovery and also determine the impact of that perceived satisfaction on behavioral outcomes of the affected consumers. Additionally, the empirical results show that communication and explanation are the dimensions of importance to consumers when they report a service failure to a service fi rm. Based on these results, this study recommends designing recovery process in such a way to get maximum advantage of this phenomenon. Therefore, organizations should offer dissatisfi ed customers with the option to choose among various recovery options.

Hotel crimes: An unexplored victimization in the hospitality industry

The nature of hotel crimes can be generally regarded as opportunistic and convenient. The hospitality industry is particularly sensitive to criminal activities in tourist destinations. The present researchers have reviewed all reports of hotel/motel incidents in the Miami-Dade County and reported to Miami-Dade Police Department (MDPD) during the period of 1 January 2006–31 December 2010. A review of MDPD hotel-related incident reports (N=997) revealed patterns of hotel crimes and the effects of hotel guests’ characteristics on a variety of hotel-related victimizations. This study results indicated that a vast majority of hotel crimes were property-related; only 5 hotel-related incidents were reported to the police, which were classified as crime against person such as armed robbery or physical assault. This study also found that there were three major criminal activities carried out against hotel guests at the hotel settings – theft, burglary and car break-in. Nonetheless, the suspect’s characteristics were virtually unknown on MDPD hotel-related incident reports.

Dynamic Filter: Adaptive Query Processing with the Crowd

Hybrid human-machine query processing systems, such as crowd-powered database systems, aim to broaden the scope of questions users can ask about their data by incorporating human computation to support queries that may be subjective and/or require visual or semantic interpretation. A common type of query involves filtering data by several criteria, some of which need human computation to be evaluated. For example, filtering a set of hotels for those that both (1) have great views from the rooms, and (2) have a fitness center. Criteria can differ in the amount of human effort required to decide if data satisfy them, due to criterion's subjectivity and difficulty. There is potential to reduce crowdsourcing costs by ordering the evaluation of each of the criteria such that criteria needing more human computation are not processed for data that have not satisfied the less costly criteria. Unfortunately, for queries specified on-the-fly, the information about subjectivity and difficulty is unknown a priori. To overcome this challenge, we present Dynamic Filter, an adaptive query processing algorithm that dynamically changes the order in which criteria are evaluated based on observations while the query is running. Using crowdsourced data from a popular crowdsourcing platform, we show that Dynamic Filter can effectively adapt the processing order and approach the performance of a "clairvoyant" algorithm.

Drivers of Customer Satisfaction in the Hotel Industry in Ghana: The Role of Personality, Staff Service Quality and Physical Environment

The purpose of the study was to examine the extent at which personality factors (extraversion, agreeableness, and neuroticism), staff service quality, and physical environment (room and outside facilities) influence customer satisfaction in the hotel industry in Ghana. It further sought to identify which of these factors is the most influential in keeping customers satisfied with hotel services in Ghana. The study was a cross-sectional survey and employed quantitative research approach. The population of the study comprised of hotel guests in Accra. Purposive and convenience sampling methods were used to select four (4) registered hotels rated between 1 to 4 star in Accra. Convenience sampling technique was used to sample 351 respondents. Data was analysed using Partial Least Squares Modeling. Findings from the study revealed that among the three personality factors assessed, neuroticism was the only personality factor found to be positive and significant to customer satisfaction in the hotel industry in Ghana. The study found significant relationship between staff service quality and customer satisfaction. Furthermore, staff service quality was found to be the key determinate of customer satisfaction in the hotel sector. Room quality was found to have strong influence on customer satisfaction in the hotel setting than the outside facilities. The study therefore recommended that hotel management should re-examine and re-programme their customer database system to capture guest personality traits in order to deliver the right services and to keep them delighted.

Toward Business Improvement through Employee-Customer Engagement in the Hotel Industry: Human-Sigma Approach

This study aims to measure the employee and the customer engagement using the Human Sigma approach as an attempt toward hotel business performance improvement. This is a comparative study conducted between two hotel settings, namely chain hotels and independent hotels in Egypt. Two different structured surveys were used to collect data. A random sample of 272 employees and 177 customers was chosen for investigation from 17 hotels (six independent hotels and eleven chain hotels). The findings revealed that the independent hotels reported low levels of both employee engagement and customer engagement than those of the chain hotels. Moreover, all of the chain hotels fall in a relatively high human sigma band (HS3) than those of independent hotels (HS2). These results provide hotel business an opportunity to work toward increasing engagement levels of both employees and customers. It also presents empirical evidence on applying the human sigma approach in the hotel industry.

Synthesizing the effects of green experiential quality, green equity, green image and green experiential satisfaction on green switching intention

Purpose This study aims to fill a conceptual gap by identifying the dimensions of green experiential quality and empirically examining the interrelationships among green experiential quality, green equity, green image, green experiential satisfaction and green switching intention. A multi-dimensional model is used as a framework to synthesize the effects of green experiential quality, green equity, green image and green satisfaction on green switching intention of green hotel customers. Design/methodology/approach The data used in this study were collected from a sample of 535 customers staying in one green hotel of Taipei City, Taiwan. Data were analyzed using structural equation modeling and hierarchical regression analysis. Findings The findings support a multi-dimensional model consisting of four dimensions (interaction quality, physical environment quality, access quality and administration quality) to conceptualize and measure perceived green experiential quality. Perceived green experiential quality significantly influences green equity and green image, which, in turn, result in green experiential satisfaction. Green switching intention is influenced by green experiential satisfaction and green image. However, outcome quality is not a component of perceived green experiential quality, which, in turn, insignificantly results in green experiential satisfaction. Green image plays a role in moderating the relationship between green experiential quality and interaction quality, outcome quality, access quality and administration quality. Practical implications To increase green experiential quality and green equity, enhance green image and green experiential satisfaction and decrease green switching intention, the finding of this study will help green hotel management to develop and implement market-oriented service strategies. Originality/value This is the first study to synthesize the effects of green experiential quality, green equity, green image and green experiential satisfaction on green switching intention in a green hotel setting.

Resort hotel service performance (RESERVE) – an instrument to measure tourists’ perceived service performance of resort hotels

ABSTRACTBased upon a rigorous psychometric process of scale development through preliminary qualitative studies and a subsequent survey in the resort hotel setting, the authors propose the RESERVE scale as a comprehensive instrument for assessing resort hotel service performance. The proposed scale conceptualizes resort hotel service performance as a second-order, three-dimensional construct that assesses tourists' perceptions of setting, audience, and actors. The data supports the dimensional structure of RESERVE, providing empirical evidence for the scale's validity. The paper concludes with a discussion of implications and future research directions.